Ruthlessly focus on what´s convenient for customers, not what´s convenient for you Ninety percent of dissatisfied clients will take their business elsewhere and never tell you why. However, ninety-five percent will become loyal customers again if their needs and problems are addressed and remedied. Speaker and salesperson Michael Aun shares these secrets and many more in It´s the Customer, Stupid!, a guide to growing any business by gaining new customers, and more importantly, by keeping the ones you have happy and coming back for more. This fun-to-read book explains common myths about sales and customer satisfaction, starting with the fact that most businesses think they´re customer-centric, but they just aren´t. Get proven steps to REALLY put your customer at the center of what you do Distinguish your business from the competition by understanding the principle that good sales ARE good service Author received the Toastmasters ´´World Championship of Public Speaking´´ award and is also a full-time businessman practicing what he preaches daily It´s the Customer, Stupid! reveals key actions that will shake up your business approach. Your customers will love you for them, and you´ll love the effect on sales! 1. Language: English. Narrator: Pete Larkin. Audio sample: http://samples.audible.de/bk/acx0/002314/bk_acx0_002314_sample.mp3. Digital audiobook in aax.
Hawk´s Call - Bad Boy Series: Book One Robyn felt like she´d lost her little sister Crystal when she ran off and married Guts. She was only 18-years-old and she´d not heard from her in over a month. But one night, she got a phone call from Crystal asking for help. Unfortunately, the call was cut off when Guts caught her on the phone. Robyn was frantic. She was her only family and she was determined to find her. Robyn takes what little money she has and heads to Nashville. She checks into a shabby rundown motel. It´s all she can afford. She grabs a paper and looks for jobs but doesn´t see anything that suits her. The manager of the motel gives her a lead on a job at a biker bar nearby. Hawk´s House is known for its biker customers and live music. It´s a rough and tumble kind of place but Crystal is desperate. So, she checks it out. How bad could it be? Hawk´s Call is book one in the steamy Bad Boy Romance series. Series can be listened to in any order. HEA guaranteed, and no cliffhanger. 1. Language: English. Narrator: Lissa Blackwell. Audio sample: http://samples.audible.de/bk/acx0/088833/bk_acx0_088833_sample.mp3. Digital audiobook in aax.
This Element is an excerpt from Do You Matter?: How Great Design Will Make People Love Your Company by Robert Brunner and Stewart Emery, available in print and digital formats.Lessons from the legendary Harley-Davidson: build a brand experience that takes on a life of its own! There is a rumble: the deep-throated growl of 20 engines headed this way. Around the bend they come, two wheels each, glittering in the sun. Mom clutches the kids close. Then something strange happens. The bikers pull up, one by one, their bikes organized and shiny. They hug, joke, compare bikes. 1. Language: English. Narrator: Jennifer Van Dyck. Audio sample: http://samples.audible.de/bk/adbl/002099/bk_adbl_002099_sample.mp3. Digital audiobook in aax.
Here´s how to liberate your customers from customer service, keep them happy, and control costs. Most customer-service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a ´´relationship´´ with your company´s customer service department, or do they simply want to purchase your products or services so they can put them to use? In this groundbreaking audiobook, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong - eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines seven principles to deliver the best service - which ultimately leads to ´´no service´´: Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiencesWhile self-service and customer relationship management are often tech-heavy and software-driven efforts, Price and Jaffe emphasize that no technology is needed to adopt a ´´no service´´ mindset - and any manager who tries to ferret out dysfunctional contacts between customers and companies can create far better, self-correcting systems. 1. Language: English. Narrator: Jim Bond. Audio sample: http://samples.audible.de/bk/brll/000017/bk_brll_000017_sample.mp3. Digital audiobook in aax.
In today´s Internet-driven world, customers have more power than ever. Through what interactive marketing expert Pete Blackshaw calls ´´consumer-generated media´´ - blogs, social networking pages, message boards, product review sites - even a single disgruntled customer can broadcast his complaints to an audience of millions.Blackshaw shows managers, marketers, and business leaders how to establish and maintain credibility for their brand by being authentic, listening and responding to customers, and forming relationships built on openness, transparency, and trust.Filled with stories based on his experience working with Fortune 500 brands, such as Toyota, Dell, Nike, Sony, General Motors, Unilever, Nestlé, Southwest Airlines, and Bank of America, Blackshaw offers a clear strategy for sustaining a competitive advantage by creating enduring, loyal relationships with today´s consumer. 1. Language: English. Narrator: Lloyd James. Audio sample: http://samples.audible.de/bk/tant/000722/bk_tant_000722_sample.mp3. Digital audiobook in aax.
An unemployed professor accepts a job in a customer service call center and embarks on a spiritual journey.... Do you find it hard to get good service when you call an 800 number? Written with humor and honesty, this audiobook explains what´s happening on the other end of the line. But it also offers solutions. The author appeals not only to customer service representatives (CSRs) but also to anyone who works with people. He shows how even the most mundane job can become an adventure if you practice the Three-Way CSR Conversation and let God serve others through you. He offers advice in dealing with ´´The Customer from Hell´´, overcoming resistance from the back office, working under extreme time limits, and maintaining self-esteem when your every word is recorded and criticized. You may never look at customer service the same way again.... 1. Language: English. Narrator: Ronald R. Johnson. Audio sample: http://samples.audible.de/bk/acx0/108530/bk_acx0_108530_sample.mp3. Digital audiobook in aax.
Caveat venditor - let the seller beware... While marketers look for more ways to get personal with customers, including new tricks with "big data"; customers are about to get personal in their own ways, with their own tools. Soon consumers will be able to: Control the flow and use of personal data Build their own loyalty programs Dictate their own terms of service Tell whole markets what they want, how they want it, where and when they should be able to get it, and how much it should cost. And they will do all of this outside of any one vendor’s silo. This new landscape we’re entering is what Doc Searls calls The Intention Economy - one in which demand will drive supply far more directly, efficiently, and compellingly than ever before. In this audiobook he describes an economy driven by consumer intent, where vendors must respond to the actual intentions of customers instead of vying for the attention of many. New customer tools will provide the engine, with VRM (Vendor Relationship Management) providing the consumer counterpart to vendors’ CRM (Customer Relationship Management) systems. For example, imagine being able to change your address once for every company you deal with, or combining services from multiple companies in real time, in your own ways - all while keeping an auditable accounting of every one of your interactions in the marketplace. These tantalizing possibilities and many others are introduced in this audiobook. As customers become more independent and powerful, and the Intention Economy emerges, only vendors and organizations that are ready for the change will survive, and thrive. Where do you stand? 1. Language: English. Narrator: Doc Searls. Audio sample: http://samples.audible.de/bk/gdan/000772/bk_gdan_000772_sample.mp3. Digital audiobook in aax.
In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, fickle, vocal, wired, and vain, they have very little tolerance for error and are ready to spread the word quickly over the Internet when things go wrong. If a company´s customer service doesn´t adapt to these new conditions, it will get burned by bloggers and viral videos that can severely damage its reputation. This book describes exactly what today´s customers expect and how to give it to them. Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call ´´Service Calm”. The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application: (1) Deal with Self, (2) Deal with Customer, and (3) Deal with Context. 1. Language: English. Narrator: Jay Webb. Audio sample: http://samples.audible.de/bk/acx0/000513/bk_acx0_000513_sample.mp3. Digital audiobook in aax.
Business strategist and New York Times best-selling author Fred Wiersema presents his latest insights and advice on achieving customer intimacy in a series of new, practical, digital-only guides. This one focuses on what every leader should know about designing great customer experiences.´´´Think about your own experiences as customers,´ I instruct leaders: specifically, less-than-wonderful experiences,´´´ says Wiersema. ´´´Maybe the contractor who is remodeling your house now wants to charge you twice his original bid, or you went to your neighborhood hardware store and were treated rudely - any transaction that really bothered you. Then, discuss what made these experiences so unpleasant. Next, think about what the antitheses of these experiences might be, and how these bad experiences could have been turned into good ones.´ It´s only after they have a full understanding of their own experiences as customers that I ask them to imagine what their own customers go through. About now comes the ´aha´ moment, when they´ve turned a bad experience into a good one and realize the magnitude of feeling in between. Understanding the extremes and consciously turning a bad experience into a good one is what I call ´applying a design rule´.´´ 1. Language: English. Narrator: Jay Snyder. Audio sample: http://samples.audible.de/bk/adbl/002154/bk_adbl_002154_sample.mp3. Digital audiobook in aax.
Have you got something to complain about? Have you been shortchanged? Have you complained but gotten nothing but hollow apologies? Are you due compensation? Then this book could help. Instead of writing letters using red pen and block capitals, underlining every other word, swearing at inappropriate places, and writing key words twice as big, follow the I Want to Complain philosophy and make your letters entertaining. Make the person dealing with your complaint want to help you instead of shoving your letter under the pile of others he or she has to deal with that day and getting to it ´´later.´´ With eight years´ experience in a customer-management role for a multinational retailer, Peter realized it was the lighthearted, entertaining letters that received the most satisfactory resolutions. I Want to Complain explains exactly what life is like on the other end of the call-center telephone and just how to ensure your complaints are dealt with as a priority. The second section of the book contains a collection of genuine complaint letters Peter has written over the years using the philosophy laid out in the first section along with their replies, so you can see for yourself just how it works. Those companies he wrote to include Marks and Spencer, Tesco, Asda, and even Newcastle city council to get a parking ticket revoked--all with positive resolutions. I Want to Complain hopes to put the fun into refund and the jest into goodwill gesture as it takes you on an entertaining and humorous journey into the world of customer service. I Want to Complain was featured on Susan Calman´s BBC Radio 4 feature ´´The Art of Complaining´´ in December 2011. 1. Language: English. Narrator: Leonora Haig. Audio sample: http://samples.audible.de/bk/acx0/029292/bk_acx0_029292_sample.mp3. Digital audiobook in aax.